Important terms:

  • Legacy Sandbox: Any Sandbox created before 30 April 2024.

  • New revamped Sandbox: Any Sandbox created on or after 30 April 2024.


Note that:

1) Legacy Sandbox and the new revamped version of Sandbox cannot coexist together. Legacy Sandboxes must be synced or destroyed to get the latest version.


2) All support for the legacy Sandbox will be limited post-30 April 2024, i.e. we will not support
    a) New enhancements
    b) Bug fixes
    c) Extension requests

3) Only sync issues on the legacy Sandbox will be supported till the deadline as mentioned below.

Sandbox behavior for various customer statuses:

Customer Status

Sandbox Experience

Deadline for legacy Sandbox availability

Customers with no active (legacy) Sandbox as of 30 April 2024.

New Sandbox will be enabled by default on Apr 30, 2024.

Apr 30, 2024

Customers with active (legacy) Sandbox 

Legacy sandboxes will be migrated as part of Freshservice’s biannual migration cycle. By the Nov, all legacy Sandboxes will be deprecated by default.

New Sandbox will be enabled once the legacy Sandboxes are synced or destroyed in all workspaces. 

For example, if your account has Sandboxes across three workspaces (Global, IT, and HR), you will have to destroy or sync Sandboxes in all workspaces to access the new Sandbox.

Nov, 2024  


Here are a few sample scenarios for customers with active (legacy) Sandboxes:


Say an account has three workspaces (namely G, IT, and HR) and has active Sandboxes for G and IT that have expiry dates Aug 31, and Sep 30 respectively, here is what will happen;


  1. If the user syncs both Sandboxes on Aug 10: The legacy Sandbox will be deprecated and the new version will be enabled on Aug 11.


  1. If the user doesn't sync any of the Sandboxes: The legacy Sandboxes will expire on Aug 31, and Sept 30 respectively. The new Sandbox version will be enabled from Nov 1.


  1. If the user syncs G on Aug 10 and recreates the Sandbox for G on Aug 11: The expiry for G’s Sandbox is set to be the last day of the migration cycle and not six months from August 11.

  2. By the end of Nov, all Sandboxes will be deprecated by default. 


Till the migration deadline/expiry date, how will my legacy Sandboxes work?


Legacy Sandbox will continue to function as expected until the migration deadline or Sandbox expiry date. During this time, the legacy version will not be updated with new features or bug fixes. Sync issues will however be supported.


For further queries, please reach write to us at support@freshservice.com.